- Monitor and evaluate customer calls, chats, and other customer interactions.
- Conduct quality audits using defined quality parameters and scorecards.
- Identify errors, process gaps, and areas requiring improvement.
- Perform RCA (Root Cause Analysis) for recurring quality and performance issues.
- Conduct ACPT activities and track identified gaps through to closure.
- Provide constructive feedback and coaching to customer service executives.
- Prepare daily, weekly, and monthly quality reports and MIS.
- Track quality scores, KPIs, SLAs, and process performance.
- Conduct calibration sessions with Operations and Quality teams.
- Identify recurring defects and recommend corrective and preventive actions.
- Ensure adherence to SOPs, company policies, process guidelines, and compliance requirements.
- Maintain quality audit records and follow up on improvement action plans.
- Support process improvement and customer experience initiatives.
Required Qualifications and Skills
- Graduate in any discipline.
- 1–3 years of experience as a Quality Analyst in BPO / Customer Service / Call Centre.
- Experience in voice or blended processes preferred.
- Good knowledge of quality auditing and monitoring.
- Strong understanding of RCA and process improvement.
- Knowledge of ACPT and quality tracking.
- Good communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Good knowledge of MS Excel and MIS reporting.
- Ability to work with Operations and Quality teams.
Key Skills Quality Analysis | BPO | Quality Auditing | Call Monitoring | RCA | ACPT | KPI | SLA | Process Compliance | MIS Reporting | MS Excel | Customer Service | Process Improvement | Coaching & Feedback